Digital Experience Transformation Lead

Role Overview

This position requires a professional who can analyze and improve convoluted website systems resulting from multiple company integrations across Australia and New Zealand. The focus is on enhancing customer journeys, conversion rates, trust factors, user experience, and managing multi-geo website architectures.

First Focus is a rapidly expanding company with nearly 400 team members spread across Australia, New Zealand, and the Philippines. Recognized as Australia's leading Managed Service Provider for nine consecutive years, the firm is on a growth trajectory via acquisitions. This role is pivotal in transforming the online presence into a more streamlined, trustworthy, and effective customer experience.

Responsibilities

• Enhance lead quality, improve conversion rates, and optimize inbound pathways on key websites.
• Design website architecture, user experience, and customer journeys for both acquired and existing user bases.
• Conduct hands-on UX and conversion-focused experiments across various elements such as pages, forms, calls to action, and messaging.
• Ensure clear and reassuring brand transition communications for customers from acquired companies.
• Maintain appropriate trust and proof elements from integrated websites.
• Collaborate with agencies, developers, and internal teams to build scalable, easily maintainable website experiences for marketing departments.

Requirements

• Proven experience in enhancing conversion rates for lead generation websites.
• Strong expertise in UX design, customer journey mapping, and conversion optimization.
• Sound commercial awareness with a focus on inbound lead conversion outcomes.
• Handling multi-geo or multi-market website frameworks.
• Ability to translate business objectives into actionable website requirements.
• History of working effectively with agencies, developers, or implementation partners.
• Technical competence in website platforms, CMS, and UX execution.

Desirable Qualifications

• Background in IT, managed services, SaaS, or professional services sectors.
• Experience with brand and website transitions linked to acquisitions.
• Familiarity with A/B testing methods, WordPress, or contemporary CMS platforms.
• Skill in designing websites that marketing teams can easily maintain and update.

Benefits

• Competitive pay on a fixed-term contractual basis.
• Complimentary access to Uprise, including personalized psychological or counselling coaching.
• Flexible work arrangements supporting work-life harmony.
• Support for continuous learning via 10 paid study days annually plus coverage of exam fees and salary increments for certifications, subject to conditions.
• Mentoring opportunities through the FastTrack program.
• Participation in the Making a Difference Council, promoting equality, charity, and environmental causes.
• Engagement in regular social activities within a supportive team environment.
• Opportunity to influence a clearer, more effective website presence across multiple geographies.

Diversity & Inclusion

The employer actively encourages applications from neurodiverse candidates, inviting disclosures to provide tailored support as outlined in their Neurodiversity Statement.

Additional Information

This role is not focused on routine website development but on strategic improvements to user trust, navigation, and conversion. It addresses the challenges in merging legacy digital assets with new commercial objectives to deliver an enhanced and coherent web experience.